Who We Are and What This Is

Pathway Telecom sell Cloud Hosted Telephone Systems to businesses. It’s important to know what relationship you have with us. To do that, we’ve set up the following terms and conditions to ensure that you receive the services you have ordered and that you also know how to end the relationship should you choose.

The following terms are the specific schedule relating to this service.

Cancellation of Services

If you are unhappy with our product or for any other reason, you can cancel at any time in writing by emailing or sending a letter (we recommend emailing), this will be processed on the next working day. You will be required to pay for the full month of service in which you cancel your service during, regardless of your cancellation date, up to the last day of the month.

When cancelling the following fees apply:

Users: No Fee
Broadband & Fibre: £50
Telephone Line: No Fee

We may also choose to cancel the service at any time and will email you notification of the cancellation date and reason.

Quality of the Cloud Telephone Service

Your call quality is based on the connectivity to the service via broadband and fibre and is also dependent on your usage of the line. You are responsible for your own connection unless supplied by ourselves. The phone system comes with an SLA with a 99.9% uptime guarantee.

The SLA only applies to full service affecting issues and not individual issues caused by users own hardware, connectivity or changes to the platform by the user.

User Call Bundle

Unlimited calls to UK 01/02/03* and UK mobile** networks by a user are included for free. These are subject to a fair usage policy.

* Free calls to 03 numbers are limited to a maximum of 10% of the call allowance.

** Calls made to premium and fixed rate mobile numbers are not included in the UK Mobile networks free bundle.

Calls not made by a user, such as hunt group redirects are chargeable.

0800 numbers are free to call.

Support

The support team hours are 9am to 5.30pm Monday to Friday for assistance in setups, configurations, troubleshooting and advice. Out of hours support can be actioned by email and is for full phone platform outages and Internet connectivity outages where the customer has a premium line service only. Known platform issues will be posted in the My Account area.

Broadband (ADSL & Fibre) & Comms Line

Broadband (including ADSL & Fibre) along with Comms Line come with an initial 12 month contract, followed by a rolling 1 month contract.

Cancellation of these services by the client within the initial 12 month contract require payment in full to the end of the 12 month initial contract. Cancellation must be made in writing. A £50 cancellation fee applies.

Fair Usage

Unlimited Calls and Text are subject to a fair usage policy and cannot be used with automated systems. Unlimited calls include 01/02/03 numbers 07 mobile numbers.

Inappropriate usage would be considered as the following:

  • Any usage outside normal commercial practice
  • Any usage made via automated means
  • Any usage that damages or impairs the hosting network
  • Any usage considered fraudulent, abusive, illegal or a nuisance

We may investigate usage in order to ascertain whether your unlimited usage is in line with these guidelines. In the event inappropriate usage is determined then we reserve the right to restrict services, adjust the plan or terminate the agreement based on the severity of the misuse.

Autobar Facility

An autobar can be selected for Usage Alerts which will restrict the use of a mobile number. This can be used to assist in management of costs & reduce unexpected “bill shock”. We will use best endeavours to apply the autobar, as soon as we become aware that the mobile number has breached the usage alert amount. However, in certain circumstances that are beyond our control, such as delays in call data being received from the network, overall charges may exceed the set limit and are still liable to be paid for.

Payments

All payments are to be made by Direct Debit or Credit/Debit Card. Our preferred method is Direct Debit.

Failure to have a functional Direct Debit mandate will result in the immediate cancellation of the service. You will be contacted via email and telephone should we fail to be able to collect a Direct Debit payment.

Failure of payment via Direct Debit caused by your actions, will incur an administration charge to cover the time to resolve, this charge will be £25.

We may need to change the amount of the payment; a notification will be sent in advance of processing the Direct Debit in writing via email.

We are not responsibly for any lack of service caused by non payment, including failure to keep your contact details up to date with us that then results in a cancellation.

Usage

The Customer must not use the Service, and must take all reasonable steps, to ensure that the Service is not used:

  1. to make nuisance calls
  2. to send, knowingly receive, upload, download, use or re-use material which is offensive, indecent, defamatory, obscene or menacing
  3. in a manner that is in any way unlawful, fraudulent or in bad faith or, to the knowledge of the Customer, has any unlawful, fraudulent or bad faith purpose or effect

Confidentiality

We may disclose such material if requested or required to do so by the police or any other competent authority if requested.

We endeavour to ensure confidentiality of all data held by Pathway Telecom that is reasonably practical to do so.

Warranties

In providing the service under this agreement, we shall endeavour to exercise the reasonable care of a competent telecommunications operator. You acknowledge that neither we, nor any other party, has control over the Internet and service interruptions may occur due to circumstances beyond, or at times, within our reasonable control such as internal and / or external system malfunctions or failures of third parties. You therefore acknowledge that we shall not be held liable in any way for losses as a result of such service interruptions regardless of their nature.

You further acknowledge that we shall in no way be held liable for any service outage or disruption that occurs as a result of any of our suppliers’ failure to provide a service. For clarification, if any of our suppliers enters administration, liquidation, is wound up or for any reason fails to provide a service to us that impacts you, we shall not be held liable. In the event that Pathway Telecom selects an alternative supplier in order to restore your service, you acknowledge that any increase in the costs to us as a result of the supplier change will be passed on to you.

You acknowledge that it is not possible for us to provide a 100% fault-free service due to elements outside of our control. Performances outside of our control include, without limitation, the breakdown of transmission and telecommunication links or provisions of services by our selected service providers. Sometimes we will need to suspend the service for maintenance, scheduled or unscheduled. While we will try to maintain the service 24 hours a day, seven days a week, we cannot guarantee to do so.

We expressly reserve the right to disconnect availability of Internet access for the purpose of necessary or scheduled maintenance.

We will always try to repair reported faults and / or restore the service as soon as reasonably practical.

Complaints Procedure

We endeavour to ensure that all our customers are happy and satisfied with the service we provide. Should be fail to do this, you should telephone or email us about your concerns. If you wish to then make a formal complaint in writing, please send to admin@pathwaytelecom.co.uk. All complaints will be responded to within 1 working day.

Policies

Please click on the relevant link to view the policy.

Acceptable Use Policy for Telephone Systems